Global IT End-User Support Analyst II

Certara; Sheffield; Sur place; GBP 30 000 - 42 000; Plein temps

Résumé du poste

Certara is seeking a hands-on IT End User Support Analyst Level 2 to join our IT Service Desk in Sheffield. You will triage, investigate, and resolve production IT issues, supporting Windows, macOS, and Microsoft 365, and collaborate with global teams to ensure smooth end-user experience and compliance across SOX/ISO SOC standards.

The role involves onsite responsibilities at the Sheffield office, effective ticketing, and contributing to continuous improvement while maintaining end-user

Qualifications

• 3+ years in IT Service Desk or End User Support.
• Experience with Windows, macOS, and Microsoft 365.
• Experience supporting global teams across multiple time zones.
• Knowledge of Active Directory and LDAP.

Responsabilités

• Triage, investigate, and resolve Level 2 production IT issues.
• Troubleshoot across enterprise technologies and collaborate with Level 1/3 teams.
• Provide onsite support for the Sheffield office and hardware deployments.
• Maintain documentation and knowledge articles in the ITSM system.

Connaissances

Communication skills

Customer service

Analytical thinking

Independence

Organizational skills

Time management

Continuous improvement

Global collaboration

Troubleshooting

Networking basics

Outils

Active Directory

LDAP

Identity Management

Microsoft 365

Windows

macOS

Endpoint hardware

Vulnerability remediation

Description du poste

Certara is seeking a hands-on IT End User Support Analyst Level 2 to join our IT Service Desk in Sheffield. You will triage, investigate, and resolve production IT issues, supporting Windows, macOS, and Microsoft 365, and collaborate with global teams to ensure smooth end-user experience and compliance across SOX/ISO SOC standards.

The role involves onsite responsibilities at the Sheffield office, effective ticketing, and contributing to continuous improvement while maintaining end-user